Avaya IQ Terminology

Avaya IQ Terminology

The tables in this document provide a reference to product specific terms used for some of the Entities, Agent states and measures. In addition a brief description of the basic terms used in Avaya IQ versus those used in Call Management System has also been provided.

Entities

CMS name / IC/OA name / Proactive Contact name / Others names known as / IQ name
Agent / Agent,
Employee / Agent / Resource, CSR, TSR, associate, FTE, specialist, attendant / Agent
Call / Contact / Call / Work item, transaction / Contact
Split/skill / Service Class, Work group, Skill (set),
Agent group, Tier,
Queue / Job,
Hierarchy Name / Gates, hunt group, agent group, split, skills group, queue, queue target / Queue
VDN / Route point, CDN / Routing Point
Vector / Workflow / Call control tables, call routing tables / Routing Process
ACD / Data source / Source
Agent groups / Work Groups

Agent States

CMS name / IC/OA name / PC name / Others names known as / IQ name /
Unstaff / Offline and Logging Off (transition states) / Logged Out
Aux 0 / Off Job / Auxiliary Login
Login
Avail / Idle,
Availability / Idle / Available / Idle
Preview / Preview
Other / Busy other service class or queue / ACD
(working inbound) / Initiate
Ringing (for ACD) Other (non-ACD) / Alerting
ACD/DACD / Busy This Service Class or Queue / Talk / Direct-call processing, make busy / Active
Other / Busy Other Service Class or Queue / ACD (working inbound) / Active
ACW/DACW / Wrap-up,
Wrap / Update / Post-call processing, Wrap-up / Wrap-up
Other / Hold (in focus)
Unknown / Unknown / Unknown
Aux / On Break,
Aux / Not Available / Not ready / Customer named

Terms in Measures

CMS name / IC/OA name / PC name / Others names known as / IQ name
ACD / Work. / Talk / Active
ACD calls / Completed / Connects, Outbound connects / Right party connects / Interactions, Accepts
Ring / Alert / Alert.
Forced Disconnect / Exit reason / Declined / Declined
Canceled / Canceled
Redirect on no answer (RONA) / Rejects / Canceled / Rejects / Rejects
Abandon from Hold / Disconnect from Hold
Hold / Customer Hold, Deferred / On Hold
Dial / Initiate
Delay / Wait
Average Speed of Answer / Average Duration to Accept
Extn In/Out / Interactions (none queue)

Avaya IQ Vs Call Management System - Basic Terminology

The table given below describes some of the most commonly used terms in Avaya IQ and the key differences in terminology in Avaya IQ and Avaya Call Management System (CMS).

Avaya IQ Vs Avaya Call Management System (CMS) Terminology
Term / Avaya IQ / Call Management System (CMS)
Agent / A person or VRU port that answers calls from an ACD split/skill. The login ID used by an individual to log into the splits or skills. This term is often extended to mean the person who used the ID to log in to the split or skill. / Same
Agent Behaviors / A patent-pending reporting program that provides a high-level summarization of agent and call data used to identify positive and/or problematic agent actions that affect Contact Center objectives and/or operations. E.g. of problematic action would be identifying agent putting calls on hold for a long time, or high frequency of call transfer. E.g. of positive agent behavior would be short wrap-up time and agent putting call on hold for a very short duration. / -Not Applicable to CMS-
Automatic Call
Distribution [ACD] / A switch feature that channels high-volume incoming and outgoing call traffic to agent groups, splits or skills, or hunt groups. Also refer to source. / Same
Avaya Communication Manager / A server that organizes and routes voice, data, images, and video transmissions for a specific business. It can connect to private and public telephone networks, using Ethernet LANs, ATM networks, and the IP or SIP protocols. / Same
Avaya Proactive Contact / The Avaya predictive dialing application that manages high-volume call center operations for the purpose of outbound calling. For example, Proactive Contact can be used to sort out answering machines and busy signals before delivering live calls to an agent. / Same
Blend Agents / Agents who handle both incoming and outgoing calls. / Same
Data buffering / A function that saves the events being sent by a data source to a buffer on a disk file or local database before being sent over the network. If the network fails between the Data Collector and the DB, the events continue to accumulate in the buffer. When the network is restored, the events in the buffer are sent ahead of any new events coming from the source. This ensures that no events are lost if there is a network failure, or if some other failure at the destination prevents events from being processed, such as a failure of the main database server. Also called, event buffering.
Note: If Network is lost between the source and the data collector, no data will be buffered. / -Not Applicable to CMS-
Data Collector / This is a server process responsible for receiving real-time event streams from the Communication Manager and/or Proactive Contact systems connected directly to the Data Collection Server. / -Not Applicable to CMS-
Data Export / The capability to send data between Avaya IQ and external applications like work force management, wall-boards, pre-routers. / Same
Data Processor / This is a server process responsible for converting the event streams received from the Communication Manager and/or Proactive Contact systems into meaningful data and further insert that information into the Real Time and Historical database systems. / -Not Applicable to CMS-
Deployment Pattern1 / Combination of local and remote site patterns that make up the entire customer configuration. / -Not Applicable to CMS-
Enterprise Directory / Enterprise Directory is repository for information about enterprise staff and is used as a general purpose infrastructure for many applications. / -Not Applicable to CMS-
Host computer1 / The computer hardware where the Avaya IQ Host functions reside. A single host computer or multiple host computers may be used based on customer’s performance requirements and capacities. / All Avaya CMS software resides on the Sun Microsystems server. (Sun Blade 150, Sun Netra 210, Sun Fire V880 /V890).
Host Functions1 / Subsystems are combined to create host functions. Examples are: Administration, Data collection, data processing, and reporting. Each host function can be deployed on its own computer, or all functions can reside on the same host depending on customer performance requirements and capacities. Host functions are enforced by administration during implementation / -Not Applicable to CMS-
Identity Management System / Identity management (ID management) is a broad administrative area that deals with identifying individuals in a system (such as a country, a network, or an enterprise) and controlling their access to resources within that system by associating user rights and restrictions with the established identity. / -Not Applicable to CMS-
Proactive Contact (support) / An application used to manage outbound call center activities and to generate reports. IQ reports on blended agents with a more limited set of job reporting.
Avaya IQ does not support administration of the Proactive Contact software. / In a blended environment where reporting is required for outbound ACD calls in addition to inbound using CMS, this can be done if Outgoing Call Management feature of ASAI is enabled. CMS has standard reports to provide information on both inbound and outbound calls.
Note: Proactive Contact Supervisor and CMS Supervisor are separate and different applications.
Queue / A holding place for incoming calls that are waiting to be processed and distributed to agents.
A queue is also known as a skill or split on Communication Manager.
On Proactive Contact, a job - or queue – is a list of outbound calls waiting to be placed and distributed to agents if the party is contacted. / Same
Resource / An entity that can be managed for administration or reporting purposes, such as call center agents, queues, routing points, administration and report users, trunks, and so on. / Not used on CMS, the concept is the same.
Routing Point (name only) / The telephone number used to route interactions into the contact center routing processes. A routing point is also known as a Vector Directory Number (VDN). / Refer to Vector Directory Number (VDN)
Routing Process (name only) / A program used to define the process with which the communication system routes incoming calls for call center processing. A routing process is what we commonly know as vector. / Refer to Vector
Site Pattern1 / Combination of Host Functions at one customer site (see above, host functions). / -Not Applicable to CMS-
Site1 / A customer location where Avaya IQ host computers are deployed. / A customer location where CMS’s are located. CMS also supports location IDs from CM.
Skill (name only) / Refer to Queue / An attribute that is associated with an ACD agent and that qualifies the agent to handle calls requiring the attribute. An agent can be assigned up to 60 skills; for example, the ability to speak a particular language or the expertise to handle a certain product.
Source / An application that provides data to Avaya IQ. Avaya Communication Manager and Proactive Contact are considered data sources of Avaya IQ data. / Refer to Automatic Call Distribution (ACD)
Split (name only) / Refer to Queue / A group of extensions occupied by agents that receive calls.
Subsystem1 / Avaya IQ has a modular architecture and all of the Avaya IQ software is organized into functional modules, called subsystems. For example, all of the software written for event management is contained within one subsystem, while all report management software is contained within another subsystem. This type of means that you can deploy subsystems across multiple host computers. / Each CMS Controller selection (for example, Reports, Dictionary, System Setup, Exceptions, etc.) along with Timetable and Shortcut is referred to as a subsystem of the CMS.
Universal Call
Identifier (UCID) / Each Communication Manager system that connects to Avaya IQ must use a unique ID number. UCID must be administered for all trunk groups that might possibly be used to transport calls in or out of the Communication Manager system. / Same although it is optional for CMS.
Vector (name only) / Is referred to as Routing Process in Avaya IQ / A list of steps that process calls according to a user definition. The steps in a vector can send calls to splits, play announcements and music, disconnect calls, give calls a busy signal, or route calls to other destinations based on specific criteria.
Vector Directory Number [VDN] (name only) / Is referred to as Routing Point in Avaya IQ / A soft number in the dial plan that enables incoming calls to connect to a vector for processing. A VDN can connect calls to a vector when the calls arrive over an assigned automatic-in trunk group or when the calls arrive over a DID trunk group and the final digits match the VDN. The VDN by itself may be dialed to access the vector from any extension connected to the switch.